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I t was all going so well, untIt was all going so well, unt#designil.... My drink was delivered with a scrunched-up receipt floating in it. 😵 When I started writing CX-ISM: The Philosophy of Customer Experience, I didn’t want to create &ldq
👋 If you’ve been reading my LinkedIn newsletter… thank you, you’re brilliant. But let’s be honest — LinkedIn is a rented house. And I’ve just built us a new home. 🏡 ➡️ The CULTIVATE Newsletter is moving! Why?
🚨 Are your contact centre agents jumping ship? 🚨 I was recently invited to chat with Call Centre Helper about exactly this — and why retention is such a hot topic for BPOs + contact centres right now. Here’s a taste of what we covered
🌿✨ Hello September! ✨🌿 New month. Fresh energy. A chance to pause + reflect. When it comes to Customer Experience (CX), maturity isn’t about how many surveys you’ve run or dashboards you’ve built. 👉 It’s about how your c
✨ A Different Way to Unlock Leadership Thinking ✨ When I first discovered LEGO® SERIOUS PLAY® (LSP) (thanks to the brilliant Sharon Boyd, MBA, CCXP 🙌), I knew I had to bring it into the boardroom. And the reaction when the bricks come out?
✨ Exciting news ✨ I’m joining host Vikki Wray at The Brunch Club’s new-look networking brunch in Macclesfield! 🎉 📍 Arighi Bianchi, Macclesfield 🗓 Wednesday 10th September | 9:30–11:30am This isn’t “just another net
Why I Believe CX Is the Overlooked Growth Strategy 📈 Sales open doors. 📣 Marketing gets attention. 🤝 CX keeps clients — and drives referrals. 👉 Treat CX as your growth engine, not a cost center. 👉 Senior leaders and business owners: If

The CULTIVATE Blog

A regular dose of articles, tips and teachings for your customer experience creation

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5 ways to improve Customer Experience with Conversational Analytics

Imagine a world where EVERYTHING your customers say is accessible to you.

Really think about that for a moment.

Every time an agent hears “thank you so much, you’ve been amazing”, or “wow that’s great, I didn’t realise I could do that online” or even, “it’s about time, this is the third time I’ve tried to get through!” (I didn’t say it would be all positive), you could hear it too.

How amazing would that be?!?!

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